Technical Support Specialist

Role Overview

Global Support is committed to excellence for our customers by providing legendary service on every support case. Technical Support Specialists are responsible for answering client questions and performing basic troubleshooting of platform issues. This position requires daily client contact through inbound calls, emails and messages from our customer portal. TSS team members determine the nature of a client's request, prioritize the case appropriately and work diligently to resolve the case efficiently while exceeding client expectations.

Role Expectations

Ensure a high level of service and support, across multiple channels, by providing expert advice and support in a professional and confident manner.
Efficiently prioritize, manage and resolve individual support cases within our ticketing system based on urgency and impact.
Proactively monitor and follow-up on owned cases to guarantee timely resolution and high customer satisfaction.
Develop a deep understanding of customer needs in order to effectively address and resolve issues, demonstrating empathy, professionalism, and a dedication to understanding and meeting customer needs.
Adhere to team processes and best practices for case and queue
Maintain product proficiency by engaging in continuous learning to stay updated on technological advancements that are relevant to our products and services.
Ensure clear, concise, and timely communication of status updates and issues are provided to customers.
Effectively articulate and escalate issues to Technical Support Engineers, while maintaining high standards of documentation and communication.
Communicate technical information clearly and effectively to both technical and non-technical
Openly communicate within the team to promote collaboration and leverage collective skills and knowledge to drive results.

Required Qualifications

1+ years of related support/service experience, ideally in the SaaS space or equivalent
Bachelor's degree in computer science or equivalent degree
Active command of the English language required
Basic knowledge of web technologies/tools (HTML, XML, Web Services, API, relational data, etc.)
Basic knowledge of Linux/Unix production environments, networking and security concepts
Basic knowledge of databases including SQL

Additional Qualifications

Basic knowledge of high level computer languages (C/C++, Java, Perl, Ruby, Python, AWS)
Experience working in complex, dynamic, fast-paced
Email marketing or digital marketing software
Strong written and verbal communication
Soft skills:

Teamwork
Proactivity
Attention to Detail

Company Summary

Zeta Global is a data-powered marketing technology company with a heritage of innovation and industry leadership. Founded in 2007 by entrepreneur David A. Steinberg and John Sculley, former CEO of Apple Inc and Pepsi-Cola, the Company combines the industry's 3rd largest proprietary data set (2.4B+ identities) with Artificial Intelligence to unlock consumer intent, personalize experiences and help our clients drive business growth.

Our technology runs on the Zeta Marketing Platform, which powers end to end marketing programs for some of the world's leading brands. With expertise encompassing all digital marketing channels – Email, Display, Social, Search and Mobile – Zeta orchestrates acquisition and engagement programs that deliver results that are scalable, repeatable and sustainable.

Zeta Global is an Equal Opportunity/Affirmative Action employer and does not discriminate on the basis of race, gender, ancestry, color, religion, sex, age, marital status, sexual orientation, gender identity, national origin, medical condition, disability, veterans status, or any other basis protected by law.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Zeta Global Recognized in Enterprise Marketing Software and Cross-Channel Campaign Management Reports by Independent Research Firm

https://www.forbes.com/sites/shelleykohan/2024/06/1G/amazon-partners-with-zeta-global-to-deliver- gen-ai-marketing-automation/

https://www.cnbc.com/video/2024/05/06/zeta-global-ceo-david-steinberg-talks-ai-in-focus-at-milken- conference.html

https://www.businesswire.com/news/home/20240G04622808/en/Zeta-Increases-3Q%E2%80%GG24-Guidance

https://www.prnewswire.com/news-releases/zeta-global-opens-ai--data-labs-in-san-francisco-and-nyc-300S45353.html

https://www.prnewswire.com/news-releases/zeta-global-recognized-in-enterprise-marketing-software-and-cross-channel-campaign-management-reports-by-independent-research-firm-300S38241.html

TECHNICAL SUPPORT SPECIALIST